Innovative Tech Firm Seeks Top Technical Support Engineer SQL Server DBA Technical Support Engineer
Based in Westborough, MA, we are an exciting technology based firm with a product targeting the application performance management realm. Currently, we are looking to hire for an extremely talented Technical Support Engineer, someone who possesses an exceptional work ethic and a solid passion for what they do. If you are talented, driven, see the big picture and want to join a leading tech company, we would love the opportunity to tell you more about our amazing opportunity.
What you'll be doing:
- Effectively performing deep-level troubleshooting and analysis of escalated cases and working those escalated cases through the use of remote sessions, reproducing the customer environment/issue, researching with engineering on how to simulate a problem or arrive at a resolution (including collaboration on progressing the status of active cases), and other resources
- Effectively documenting the technical details of the case as well as the details of all customer, partner, and engineering interactions in the case record in a timely fashion so that the activity relative to the case is current and may be easily understood by others
- Managing all cases with attention to the documented service levels for the support plan that has been agreed upon with the customer
- Mentoring and training the Tier 1 Technical Support Engineers on effective troubleshooting techniques and packaging a case for escalation
- Maintaining internal knowledge base systems (adding and reviewing knowledge base articles on an on-going basis)
What you need for this position:
- 5+ years of experience delivering excellent technical support in the software technology industry
- 4+ years of experience with troubleshooting Microsoft Windows software deployment at an enterprise level
- 3+ years of experience in supporting database-based applications (Oracle 10, 11 (preferred), intermediate SQL, simple database administration)
- 3+ years of experience with conducting and communicating root cause analysis
- 3+ years of experience with Microsoft Windows internal troubleshooting (analyzing dump files memory dump analysis, HIPS systems, drivers, Windows API, etc.)
- 3+ years of troubleshooting experience with streamed or virtualized applications/desktops in a Citrix, Terminal Services, and/or VMWare environment
- Strong professional and technical communication skills in English (both written and verbal), as well as strong interpersonal skills
- A reliable, organized, detail-oriented and self-motivated individual who has the ability to multi-task, prioritize and time manage effectively, as well as exercise sound judgment in situations involving customers and colleagues
What's in it for you:
- Competitive Base Salary
- Annual Bonus
- Full Medical and Dental Benefits.
- Opportunity to Work w/Latest Technologies
If you are have a strong technical support background and are looking for a new exciting challenge, please apply to this amazing opportunity.
Must be authorized to work in the United States on a Full time basis for any employer. NT-Tech.Supp.Enginr-MA, CyberCoders
CyberCoders, Inc is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.
